As customer experience leaders look to create more innovative and productive business practices heading into 2022, few concepts are more important than empowering employees through training and coaching.
The radical workforce shift that initially served as a response to the pandemic will soon be more stable in the contact center industry, while leaders attempt to continuously improve operations over time.
The result will be higher customer standards, a more competitive customer service landscape, and a greater pressure to successfully coach and empower agents.
Featuring our latest research, as well as insights from Yitzy Tannenbaum (Head of Product Marketing, NICE Performance Management), Mike Aoki (Trainer/Speaker on Sales, CX & Customer Retention, Best-selling Author), and Jeanne Bliss (CCW Advisory Board Member, Author, Former CX Leader at Microsoft), you’ll learn:
-The trends on how remote and hybrid work influences coaching strategies
-The consumer behavior trends impacting CX (such as the rise of self-service)
-Where employee data becomes more actionable and how to leverage it for productivity
-Innovative, research-backed tactics for better agent training
-How to drive revenue and engage employees through gamification
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